Video visits and phone calls: accounts, scheduling, and support
- Set up a phone account. To receive phone calls, the GettingOut information for Delaware says you need to create and fund an AdvancePay account with ConnectNetwork.
- Set up a video visit account. For video visits, the GettingOut information says you must register and fund a Video Visit account with ConnectNetwork.
- Schedule and pay for the video visit. Delaware DOC notes that video visits may be scheduled and paid through the “Schedule Video Visit” link, and that most inmates may have one video visit each week (in addition to a face-to-face visit) in 15- or 30-minute increments.
- Use customer support when something breaks. GettingOut lists Customer Care at 1-866-516-0115.
- Keep your account active if you keep a balance. GettingOut states that Friends and Family accounts become inactive and may be subject to forfeiture after 180 consecutive days of inactivity (with refunds handled through customer service).
- If you’re directed to GTL for prepaid phone service, use the DOC-listed number. Delaware DOC also states that to establish a pre-paid phone account for an offender, you can contact GTL at 1-866-230-7761.
Common Questions
Q
How do I set up phone and video accounts so my loved one can call or video visit?
For Delaware, the GettingOut information says you set up phone calls by creating and funding an AdvancePay account with ConnectNetwork, and you set up video visits by registering and funding a Video Visit account with ConnectNetwork. Delaware DOC notes video visits can be scheduled and paid through the “Schedule Video Visit” link. If you need help troubleshooting, GettingOut lists Customer Care at 1-866-516-0115, and Delaware DOC also lists GTL at 1-866-230-7761 for establishing a pre-paid phone account.
Q
How long do in-person visits last and how often can an inmate have a video visit?
At BWCI, Delaware DOC states inmate visits last up to 1 hour. Delaware DOC also states most inmates may have one video visit each week (in addition to a face-to-face visit) in 15- or 30-minute increments. For face-to-face days, Delaware DOC posts a schedule (effective May 1, 2023) that assigns Units 5 to 9 to Sunday through Tuesday and Units 3 and 4 to Thursday through Saturday.
Q
Who should I call for questions about scheduling a visit at BWCI?
For BWCI visit scheduling, Delaware DOC states the number to call is 302-577-5837. The same notice says the visitation phone line is available Monday through Wednesday from 9:00 A.M. to 3:00 P.M., and that visits are scheduled for the following week (Monday through Sunday).
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